We offer a comprehensive range of electronic communication services, including mobile voice and data services, fixed telephony, high-speed internet, digital television, and other related services.

We are aware of the importance of providing services that are inclusive and accessible to all. Our commitment is to continuously develop and adopt innovative solutions that ensure equal access, simplify everyday life, and provide a secure and user-friendly experience for individuals with special needs.

This document outlines:

• A general overview of our services in accessible formats;

• Clear explanations of how our sales, contract signing, and service delivery processes work;

• A detailed description of how we meet applicable legal requirements concerning accessibility in accordance with the European Accessibility Act.

ACCESSIBILITY SERVICES

Users with Visual Impairments

• Our websites and mobile apps support built-in accessibility features on smartphones, such as screen readers (e.g., VoiceOver, TalkBack), magnification, and voice control.

• Upon request, we provide documentation intended for consumers in alternative formats, including large print and digital files compatible with screen readers.

• Digital onboarding, service purchases, payments, and support are designed for independent completion without the assistance of third parties or the need for witness signatures.

• Support in stores is available from trained staff who provide guided assistance upon request.

Users with Hearing Impairments

• Contracts and pre-contractual information are available in clear and readable text format.

• Digital onboarding and transactions can be completed without the need for third-party support or witnesses.

• Users have several communication options, including SMS, email, and online chat.

Users with Mobility Impairments

• Most of our retail locations are wheelchair accessible and designed to ensure smooth and safe movement.

• Sales and support are available remotely to avoid the need to visit stores.

• Staff is available for assistance upon request.

Users with Intellectual Disabilities or Cognitive Impairments

• We encourage a supportive environment and tailored assistance for users with developmental and cognitive impairments.

• In our contractual documentation and notices, we use consistent wording in a clear and logical structure, making it easier for individuals with developmental disabilities to understand.

• Our staff is trained to provide guidance with clear instructions and information.

OPERATION OF OUR SERVICES

Contract Signing

• Pre-contractual information: Available online through our website, app, and in physical stores. Support is provided via chat, voice call, or consultation in-store.

• Preparing contracts: Users can sign contracts online, via SMS or email, by phone, or in person, with accessibility options available throughout.

• Signing the contract: Consent can be provided via voice authorization, SMS or email authorization, or accessible methods in stores.

Service Delivery

• Mobile services: Devices and SIM cards can be picked up in-store or delivered directly.

• Fixed connections, internet, and TV: Installation, if necessary, is carried out by trained technicians who schedule appointments in advance. Additionally, our technical support team is always available for clear presentations and instructions.

Right to Withdraw from the Contract and Return Products

• Purchases made in installments: The consumer can withdraw from the installment sale contract if they notify us in writing within 15 days of signing the contract. Further information about withdrawal from installment purchases can be found in the Consumer Protection Act (ZVPot-1).

• Purchases made remotely and outside our business premises: The consumer can withdraw from the contract within 14 days of the legal transaction without providing a reason for their decision. The notice of withdrawal can be submitted using the withdrawal form, by email, in person at one of our business units, or another reliable method.

Billing and Payments

• Monthly billing is available in accessible formats upon request.

• Payments can be made through:

  • Direct debit

  • Accessible online portal

  • Terminals in stores

  • Telephone payments with customer support assistance

  • Compatible mobile banking apps

Key Terms of Use

• Service limitations (quantitative): Each service has specific terms regarding the maximum number of voice call minutes, text messages, data usage, TV channels, etc.

• Service termination: Users can cancel their services at any time, subject to valid notice periods and fees.

• Requests for cancellation can be submitted by email, regular mail, or by visiting a store to sign the appropriate forms.

Personal Data

• Our data protection policy is available in stores and online via a provided link. Users can contact the Data Protection Officer by email at [email protected] or in writing at the address: Telemach Slovenia d.o.o., Brnčičeva ulica 49A, 1231 Ljubljana – Črnuče.

Support, Feedback, and Complaints

Multichannel customer support includes:

• Live chat: Ideal for written real-time communication and general inquiries or troubleshooting, integrated into the website and mobile app interface.

• Email support / online contact form: Best for detailed requests, document submissions, or non-urgent communication, allowing users to express their needs at their own pace.

• Social media messaging (Viber, Meta): Useful for general questions or follow-up actions via well-known platforms available on desktop and mobile devices.

• Self-service portal: Allows users to manage their services, view account information, and perform common actions without direct intermediary support.

• Phone support: Suitable for immediate assistance and users who prefer speaking with a company representative. Includes navigation through an interactive voice response (IVR) system with a self-service menu. Representatives receive specialized training to provide respectful, accessible, and patient assistance.

All complaints are addressed promptly and accessibly.

COMPLIANCE WITH ACCESSIBILITY REQUIREMENTS

We are deeply committed to ensuring our services are accessible to all users. To this end, we continuously invest in and implement innovative technological solutions that promote equal access for people with disabilities while ensuring user-friendly and secure services in a thoughtfully designed environment. We continue to invest in and develop our services with the goal of providing a satisfactory and inclusive experience for all customers, including those with special needs.

Solutions Available from June 28, 2025

Accessibility of Information

• Key service information is available in accessible formats upon request, such as screen reader-friendly documents and large print.

Websites and Mobile Apps

• Developed according to harmonized European standards aligned with web content accessibility guidelines (WCAG) 2.1 AA:

  • Clear typography and high contrast design

  • Keyboard shortcuts

  • Logical navigation and headings

  • Alt text for images and descriptive links

  • Adjustable interface (e.g., text resizing, color contrast)

User Interface, Product Functionality, Design, and Accessibility

As distributors and importers of certain products critical for EAA, we ensure that all products carry the CE mark and include an EU Declaration of Conformity with clear and accessible technical documentation.

New accessibility requirements expected to include:

• Easy-to-navigate digital interfaces

• Screen reader and assistive input device compatibility

• Customization options (e.g., font size, contrast modes)

• Voice-activated commands for services like phone calling

Digital Marketing

Our websites and mobile apps comply with WCAG 2.1 Level AA standards and feature an accessibility statement separate from this document.

New multimedia content, documents, PDFs, and social media posts are designed to be accessible in multiple sensory formats.

Support Services

• Customers can contact support via various channels (as detailed above in the Support section).

• Customer service agents are trained to assist people with disabilities.

Training and Awareness

• Ongoing training for staff to ensure all teams understand accessibility obligations and provide inclusive services.

Compliance with Recognized Standards

To maintain compliance and support continuous improvement, we follow the standards:

• WCAG 2.2 Level AA

• ETSI EN 301 549: Accessibility requirements for ICT products and services

We regularly review our procedures and update our policies to reflect changes in legislation, best practices, and user feedback from those with special needs.

For feedback, users can contact our user experience team through any of the above support channels.